Privacy policy

Last updated: August 2026

Petz Shop ("Petz Shop", "we", "us" or "our") operates this online store and website, including the related content, features, products and services provided through petzshops.com (the "Services").

This Privacy Policy explains how we collect, use, disclose and otherwise process your personal information when you visit our website, make a purchase, create an account, contact us or otherwise use our Services.

Our store is hosted and supported by Shopify, which provides the ecommerce platform that enables us to offer our products and Services to you.

By using our Services, you acknowledge that your personal information will be handled as described in this Privacy Policy.

1. Personal Information We Collect

Depending on how you interact with our Services, we may collect the following categories of personal information:

Contact Information

This may include:

  • Your name

  • Billing address

  • Delivery address

  • Email address

  • Telephone number, where provided

Order and Transaction Information

This may include:

  • Products you view or purchase

  • Products added to your basket

  • Order history

  • Returns, refunds or cancellations

  • Delivery information

  • Transaction details

Payment Information

Payments are processed through our payment service providers.

Depending on the payment method you use, information may include payment card details, billing information, transaction information and payment confirmation.

We do not ordinarily receive or store your complete payment card number where payment information is processed directly by our payment providers.

Account Information

If you create an account, we may process information such as:

  • Your name

  • Email address

  • Account login information

  • Preferences and account settings

Communications

We may collect information you provide when you contact us, including customer service enquiries, complaints, requests and other correspondence.

Device and Usage Information

When you visit our website, certain information may be collected automatically, including:

  • IP address

  • Browser type

  • Device information

  • Operating system

  • Pages viewed

  • Referring website

  • Dates and times of visits

  • Interactions with our website

This information may be collected through cookies and similar technologies.

2. How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us or otherwise provide information to us;

  • Automatically when you browse or use our website;

  • From Shopify and other service providers that support our store;

  • From payment processors, delivery providers and fulfilment partners;

  • From analytics, advertising and marketing providers, where permitted by law.

3. How We Use Your Personal Information

We may use your personal information for the following purposes.

Processing and Fulfilling Orders

We use your information to:

  • Process purchases and payments;

  • Confirm orders;

  • Arrange delivery;

  • Provide order updates;

  • Process returns, refunds or cancellations;

  • Provide customer service.

Our lawful basis for this processing is generally that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Operating and Improving Our Store

We may use information to:

  • Maintain and improve our website;

  • Understand how customers use our Services;

  • Troubleshoot technical issues;

  • Improve our products and customer experience;

  • Protect our systems and customers.

Where applicable, we rely on our legitimate interests in operating, securing and improving our business, provided those interests do not override your rights and freedoms.

Fraud Prevention and Security

We may process information to:

  • Detect or prevent fraud;

  • Protect customers and our business;

  • Investigate suspicious transactions;

  • Maintain the security of our website and systems.

We may rely on our legitimate interests and, where applicable, legal obligations.

Customer Support

We use your information to respond to questions, complaints and support requests.

Depending on the circumstances, our lawful basis may be performance of a contract or our legitimate interests in providing customer service.

Marketing

Where permitted by law, we may use your contact information to send you information about products, promotions and offers.

Where consent is required, we will rely on your consent.

You may unsubscribe from marketing emails at any time by using the unsubscribe link included in the communication or by contacting us.

Legal and Regulatory Requirements

We may process information where necessary to:

  • Comply with applicable laws;

  • Meet tax, accounting and regulatory requirements;

  • Respond to lawful requests from courts, regulators or public authorities;

  • Establish, exercise or defend legal claims.

Our lawful basis for this processing is compliance with legal obligations or, where appropriate, our legitimate interests.

4. Cookies and Similar Technologies

We and our service providers may use cookies and similar technologies to operate the website, remember your preferences, analyse website usage and, where permitted, support advertising and marketing.

Some cookies are necessary for the website to function properly. Other cookies, such as analytics or advertising cookies, may require your consent.

Where required, you can manage your cookie preferences through the cookie banner or privacy controls available on our website.

Please note that disabling certain cookies may affect the functionality of the website.

5. How We Share Personal Information

We may share personal information with third parties where reasonably necessary to operate our business and provide the Services.

These may include:

Shopify

Our store is hosted using Shopify's ecommerce platform. Shopify processes certain personal information in connection with providing its services to us.

Payment Providers

We may share information with payment processors to securely process transactions.

Delivery and Fulfilment Providers

We may provide information such as your name, delivery address and contact details to delivery companies, logistics providers and fulfilment partners for the purpose of delivering your order.

Technology and Service Providers

We may use third-party providers for services including:

  • Website hosting

  • Analytics

  • Customer support

  • Email services

  • Fraud prevention

  • IT and security

  • Advertising and marketing

These providers may process information on our behalf or, in some circumstances, as independent controllers under their own privacy notices.

Legal and Regulatory Disclosures

We may disclose information where required by law, court order or regulatory authority, or where necessary to protect our legal rights, our customers or others.

Business Transfers

If our business is involved in a merger, acquisition, restructuring, financing or sale of assets, personal information may be disclosed as part of that transaction where permitted by law.

6. International Transfers

Some of our service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps designed to ensure that appropriate safeguards are used where required by applicable data protection law.

These safeguards may include:

  • Transfers to countries recognised as providing an adequate level of data protection;

  • Approved contractual safeguards;

  • The UK International Data Transfer Agreement;

  • The UK Addendum to approved contractual clauses;

  • Other legally permitted transfer mechanisms.

7. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The period for which we retain information may depend on factors including:

  • The duration of our relationship with you;

  • Whether you maintain an account;

  • Legal, tax and accounting obligations;

  • Fraud prevention and security requirements;

  • The need to resolve disputes or enforce agreements.

When information is no longer required, we will delete, anonymise or otherwise securely dispose of it where appropriate.

8. Your Data Protection Rights

Depending on the circumstances and applicable law, you may have rights relating to your personal information, including the right to:

  • Request access to personal information we hold about you;

  • Request correction of inaccurate or incomplete information;

  • Request deletion of your personal information;

  • Request restriction of processing;

  • Object to certain processing;

  • Request transfer of certain information to you or another organisation;

  • Withdraw consent where processing is based on consent;

  • Object to direct marketing.

These rights are subject to certain legal conditions and exceptions.

To exercise your rights, please contact us using the details in the Contact Us section below.

We may need to verify your identity before responding to certain requests.

9. Complaints

If you have concerns about how we use your personal information, please contact us first so that we can try to resolve the matter.

If you are located in the United Kingdom, you also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's data protection supervisory authority.

Information about making a complaint is available through the ICO's official website.

10. Children's Privacy

Our Services are not intended for children to make purchases independently.

We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided us with personal information inappropriately, please contact us so that we can investigate and, where appropriate, delete the information.

11. Security

We use reasonable administrative, technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no method of transmission over the internet or electronic storage can be guaranteed to be completely secure.

12. Third-Party Websites

Our website may contain links to websites or services operated by third parties.

We are not responsible for the privacy, security or content practices of those third parties.

We recommend reviewing the privacy policies of any third-party services you use.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our Services, business practices, technologies or legal requirements.

When we make changes, we will update the Last updated date at the top of this Privacy Policy.

14. Contact Us

If you have questions about this Privacy Policy, wish to exercise your data protection rights or have concerns about how your personal information is handled, please contact:

Petz Shop
Email: contact@petzshops.com